HCL Technologies

ITO Business Overview

Kalyan Kumar
SVP & Chief Technologist
Global Products & Technology Organization
HCL ISD
Email: kalyank@hcl.com
Twitter: @kklive
*HCL Confidential

Copyright 2014 HCL Technologies Limited | www.hcltech.com

Infrastructure Services - Quick Facts

Fastest Growing Infra outsourcer in

the world, largest Indian Origin
Provider

20 Fortune100, 17Global100
customers

Leader in Gen 2.0 Outsourcing

Manage Windows for
Microsoft, Networks for
Cisco, Storage for EMC, VM
Ware for VM Ware

> 98% customer retention

Our Annual CSAT scores were
rated BestinClassforthepast
twoyears

QUICK FACTS

30%+ moved from other SP

70% of TCV from Global
MNCs

100% success in timely Transition

Copyright 2014 HCL Technologies Limited | www.hcltech.com

HCL INFRASTRUCTURE SERVICES - MARKET DOMINANCE

6 service lines DC, EUC, Networks,

Security, App Ops, CFS

Multi-Year Engagements, Segment specific services for

F100, F500, F1000 Clients

Mature Services: Leader in Gartner MQ, Forrester Wave

21

Operations and Transformations value add - Industry

Best in Class CSAT

verticals incl. BFSI, Consumer, E&U,

LSH, Manufacturing & Hi-Tech, MPE, TTL

years Infrastructure services

250+ Customers
20000+ certified professionals
1.8 mil + Mission Critical Devices
15 Million+ Calls,
0.5 Million Critical Incidents

Global Support Model 12 GDCs; 11 Offshore, 50+

Partner DCs for Global Hosting
Global Multi-Lingual support, L1, L2, L3 Support, 26+
Languages, 120 Countries FSO

360 Partners - Microsoft, Cisco, VmWare, EMC, Xerox...

170+ Services Transitions

60+ Customer

IT Transformations

97% Transition Success Rate

Thought Leadership Enterprise of the Future Next

Generation Services Models

40% Market share of Full Services Replacement Market

98% Outsourcing contracts successfully renewed

4

17X Growth in 8 years

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Engagement Model

Discrete/Managed Services

Full Service Sourcing

Alternative Delivery Models

Utility computing
SaaS
Cloud- based
Infrastructure as
a service

Asset Light end to

end IO
IOMC
Third Party Vendor
management
Cross Functional

Data center
Desktop
Network
Help desk
Application
Operations

Co-sourcing

Control, Flexibility,
Asset Right Cycle, Transparency

Multivendor
outsourced

Shared Vs Dedicated

Delivery
Flexibility

T&M

GDM Everywhere & Proximity

People Transition
Vendor Management
Technical Transparency

Pricing
Flexibility

Fixed
Device Based
Bundled Vs Unbundled
Gain share

Engagement
Flexibility

Single Vendor

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GLOBAL DELIVERY
WITH GLOBAL REACH TO MAKE DELIVERY RUGGED

Multi-tenant : Supports
Multi-service & clients

Scalable

Multi-lingual Capability

Standardized Delivery: Local Company with Global HCL

standards

Follow the sun capability

Culturally Diverse

Proximity Advantage

De Risks Security, Data Sensitivity and Regulatory Issues

Note: Only delivery centers. Does not include sales offices.

6

Copyright 2014 HCL Technologies Limited | www.hcltech.com

HCL Infrastructure Services Snapshot of Some Imp Wins

Opportunity

Value
($Mn)

Incumbent

Competition

NOKIA

End to End Infrastructure

Services

500+

IBM & HP

IBM

PepsiCo

Data Center Services

500 +

HP

IBM & HP

Disney

End to End Datacenter

Operations

400+

IBM

HP, IBM,
Cognizant

Deutsche Bank

EUC & Data Center

Services

400+

Inhouse

Getronics, CSC,
TCS

DNB

Application &
Infrastructure Services

400 +

Every

TCS, EVRY, HP,

CSC

UPM

Total Outsourcing

300+

Atos&Inhouse

Siemens, Atos

Novartis

Data Center Services

300 +

IBM

Cap Gemini & IBM

Accounts

Copyright 2014 HCL Technologies Limited | www.hcltech.com

Need for Enterprise of Future

The Changing Consumer

The Changing Business Users

The Changing Commerce

The Changing Industry Structures

The Changing People Structures

Copyright 2014 HCL Technologies Limited | www.hcltech.com

Technology Convergence of IT & CT Enabling User Centricity

IT
Data Centric
Command Execution
Transaction Processing
Structured Data
Document based Storage
Data Security
People Adapting to
Systems

ICT
User Centric
Interaction & Collaboration
Session Handling
Unstructured Data
Content based Storage
User Privacy
Systems Catering to People

CT
Network Centric
Realtime Communication
Mobility
Connectivity

Copyright 2014 HCL Technologies Limited | www.hcltech.com

THE ELEPHANT IN THE ROOM

CTO Platform Led

Buy

Platform
Enablement

SELLER

Agencies
Advertising
KPOs

BUYER

CMO Marketing

Technology
Companies

SMAC
CDO Capabilities Buy
CIO Technology
Led Buy
Transformation
CEO Enterprise
Wide Buy
10

Copyright 2014 HCL Technologies Limited | www.hcltech.com

BUSINESS VALUE CHAINS MADE POSSIBLE THROUGH TECH

DISRUPTIONS

Value
Chain

Gen 3

Function

Culture

Asset

Value Chain

IIOT and CIOT

Service

Value Chain

Next Generation Operating Model

User

Value Chain

Digitalization

Disruption

11

Copyright 2014 HCL Technologies Limited | www.hcltech.com

Technology Trends: 2015-2017

Top OEM Players/Providers

ISRUPTERSIoT
Wearable computing
Digital Engagement

S-Social, M-Mobility, A-Analytics, C-Cloud (Multi-Vendor)

Software
defined anything

ENABLERSMobile device
diversity & management

Cloud
Orchestration & SIAM
DevOps
Security & GRC
12

Copyright 2014 HCL Technologies Limited | www.hcltech.com

DISRUPTION THAT IS AFFECTING THE EXISTING OPERATING MODEL

Convergence of Skillsets (System Programmer vs. Application

Programmer)
System Admins who can script/code are taking Center stage
DevOps Engineers.
Converged Infrastructure Engineers are taking control of
complete Infrastructure SDDC Aware
Virtualization/Network/Storage Administrators.
Developers who are Infrastructure Aware Infrastructure as
Code (Platform Developers) are enabling automation and
contributing to environment management of SDDC.
Service Management vs. Technology Management
Service Integration Driven Process Orchestration is taking
place across the Hybrid Environment.
Focus is on having Catalog/Portfolio based Outcomes rather
than Technology Capability Delivery.
Operations Integration Layer is emerging that combines
Service Desk & Command Center.
Software Asset Management is becoming a Vantage point.
Security, Risk and Compliance are aiding in horizontal
alignment of value chain across the enterprise.

13

Automated Operations DevOps to NO Ops

Predictive Analytics and Assisted Diagnostics is getting
mainstream
Application Intelligence and Machine Learning are enabling
new dimensions in IT Operations delivery.
Automated Actions based on Self Learning Knowledge
Database

Copyright 2014 HCL Technologies Limited | www.hcltech.com

What is Changing with the New Target Operating Model

FROM

14

TO

Plan & Build

Consume & Configure

Run following Build

Continuous Integrated Run

Agile Development

Agile Operations

Full Functionality at Day 1

Minimum Viable Product

Gather All Requirements First

Iterative Evolution

Asset Centric

Service & User Centric

Project Lifecycle

Release Lifecycle

People Adapting to Systems

Systems Adapting to People

Efficiency Centric

Effectiveness Centric

Quality of Service

Quality of Experience

Design for Availability

Design for Failures

Copyright 2014 HCL Technologies Limited | www.hcltech.com

15

Copyright 2014 HCL Technologies Limited | www.hcltech.com

Recruitment Priorities Infrastructure Services

Business
Productivity
Services
High Volume

Unified
Communications

Servicedesk L1
Analyst

Cisco Unified
Communications

Oracle Fusion
Middleware admins

Windows/VMWare/HyperV/Converged technologies
(v-Block)/ Active Directory,
SCCM

Citrix XenApp

Avaya Unified
Communications

SAP Basis

Oracle, MS SQL

Microsoft SCCM

.NET App Admins

Linux, AIX, Solaris

Microsoft
Exchange

Production Support

EMC, Hitachi, Comvault,

Netbackup

Oracle, MS SQL

Microsoft Lync
Niche Skills
Mobility Device
Management
(MobileIron,
Airwatch,
XenMobile)
Citrix VDI
SharePoint
Social IT
Lync Enterprise
Voice

16

Enterprise Platform Enterprise Infrastructure

Services
Services

Cisco Contact
Center
Avaya Contact
Center
Video Services

Open Source App

Servers
Open Source Database
Webmasters
Informix, Teradata,
Sybase, DB2,

Network load balancers

Engineered Systems
(Exadata), iBM PureFlex
Mac OS, Tru 64, VMS,
Shell/Perl Scripting, HP-UX
Networker, HP DP
AS400/Mainframe,, CDN, OS
Encapsulation
SDN and SDDC across
vmware and microsoft

Copyright 2014 HCL Technologies Limited | www.hcltech.com

Recruitment Priorities CFS

Automation and
Cloud

BSM & ITSM Platform

Process Consulting

IT Architecture

Admin skills EMS tools ITSM Process Analysts

CA and BMC tools
Remedy administration
ITSM Process Managers
skills
.NET Developers skills for
reporting team

Technical Architects Single Domain

Solutions Architect
Data Center
Solutions Architect
EUC/Workplace

High Volume
Cloud IaaS
Administrators
Cloud PaaS
Administrators

ServiceNow Admins

Niche Skills

Chef & Puppet

Amazon Web
Services & Azure
Run Book
Automation
Big Data Analytics
OpenStack /
CloudStack
17

CA Nimsoft, CA
Spectrum/eHealth, BMC
BPPM,
Enterprise Solutions
ITSM Consulting Process
Architect Infrastructure
Nagios/Zenoss/Zabbix,
OPNET
ServiceNow/CA
ITSM Functional Consultant
NSD/RemedyForce
(Process + tools exposure)
developers/implementers
CA Nolio, BMC
Bladelogic, BMC RBA, CA LEAN consultants
ITPAM
Microsoft Systems Center DevOps SDLC Process
& Microsoft Private Cloud Consultants
Splunk Admins and
Developers

Enterprise Solutions
Architect - Security
Solutions Architect
Collaboration
Solutions Architect App
Platforms

Copyright 2014 HCL Technologies Limited | www.hcltech.com

Recruitment Priorities Security & GRC

Information Security
Services

Information
Security
Consulting

Identity &
Access
Managemen
t

BCP / DR

GRC

High Volume
Vulnerability
Management
Privilege
Multiple Firewall - Cisco,
Which includes - Identity
Checkpoint, Juniper
Qualys, Symantec, Management
MacAfee.

Anti Virus - McAfee,

Symantec, Trend (for
Virtual Systems)

Remote Access - Cisco,

Juniper, Microsoft Direct
Access (along with its
CA)
ThreaT Management IPS Cisco, ISS Proventia
SIEM Arcsight

18

Information
Security
Management/Cons
Access
ulting - ISO 27001,
Governance
NIST, Policy
Compliance, DLP
Consulting.
Identity
Management

DR Coordinators - Having
recovery planning and
coordination expertise
including good
Communication and
Documentation skills.

Information Security
Risk & Compliance
professionals

IT Risk & Audit

professionals

Professionals with
regulatory compliance
knowledge of SOX,
Data Privacy, HIPAA,
FDA, PCI-DSS

Access
Management
Strong
Authenticatio
n

Copyright 2014 HCL Technologies Limited | www.hcltech.com

Recruitment Priorities Security & GRC

Information
Security Services

Information
Security
Consulting

Identity &
Access
Management

BCP / DR

GRC

Niche Skills

19

DR Technical Expert - having

fairly good Technical solution
Enterprise Risk
Security
knowledge of all IT
Forensic Analysis Oracle 11G R2
Management
Architect/Service
technologies specially
Skills like Encase, Identity & Access
Professionals (vertical
Line Manager,
replication and recovery
Mandiant.
Management
specific such as BFSI
Firewall - Palo Alto
solution architecture
etc.)
knowledge and
documentation Skills.
DR Management Expert having thorough knowledge
of DR Management
Multiple SIEM Web Application SailPoint, CA
Governance, processes and
Nitro, Q Radar, RSA Firewall like F5, Access
planning including
IT Governance
Security Analytics
Radware.
Governance
Communication, Invocation,
DR Plan management, ITSM
processes, documentation
skills.
Threat
Application
Business Continuity Planner Management --Security
having thorough knowledge GRC Platform
IPS Tipping point,
Consulting and
IBM Tivoli Identity of Business Continuity
Consultants (RSAMcAfee ; Firewall
Testing like PT,
& Access
Planning involving BIA, Risk Archer, MetricStream,
Assurance tools Code Review.
Management
Management,
Openpages,
Skybox,Tufin,
Secure SDLC
Communication Strategy, BC Agiliance)
Algosec
Design.
Plan management.
Database Firewalls
Data base

Security Banking Operational

Oracle/SecureSpher
CyberArk Privilege
Imperva,
Risk Management
e; Network
Identity Manager
Guardium,
Professionals.
Admission Control
Copyright 2014 HCL Technologies Limited | www.hcltech.com
Sentrigo.